Welcome to the Symbiosis Center for Distance Learning(SCDL) blog. This blog is for the students of SCDL who are doing post graduate diplomas in management from Symbiosis Center for Distance Learning SCDL Pune. Here they can get solved assignments and exam related informations. It contains assignments for PGDBA, PGDIM, PGDHRM, PGDIB, PGDIT.

Multiple Choice 1. The service package consists of four features. Which one of the fourfeatures listed below is not included in the package?a. Explicit servicesb. Supporting facilityc. Implicit servicesd. Cost of service*

2. The major input into a large public hospital from a service point ofview would be:a. physicians' services.b. patients.*c. nursing services.d. federal reimbursement (Medicare/Medicaid).

3. Which of the following is not true of services?a. The customer is the input.b. The customer takes an active part in the service.c. A service can be inventoried.*d. Production and consumption occur simultaneously.

4. Which of the following is not a defining element of the service package?a. Supporting facilityb. Competitive strength*c. Explicit servicesd. Facilitating goods

5. The service process matrix classification consists of four categories ofservices. Which one of the four features listed below is not included inthis classification?a. Service factoryb. Service shopc. Public service*d. Professional service

6. Which service offering is best described by the following service mix: ahigh degree of customer interaction and a high degree of labor intensity?a. Public universityb. Cruise shipc. Plumbing repair d. Chiropractor*

8. An empty airline seat or hotel room not occupied best illustrates thecharacteristic of a service'sa. time perishability.*b. labor intensity.c. intangibility.d. simultaneous production and consumption.

9. Which type of service falls under the category of "high labor/lowcustomization?"a. Service factoryb. Service shopc. Mass service*d. Professional service

10. Which one of the following is not a classification scheme forstrategic service insight?a. Nature of the service actb. Relationship with customersc. Method of service deliveryd. Degree of interaction and customization*

11. Which of the following is not a challenge for a manager of a highlabor-intensive service?a. Scheduling service delivery.*b. Controlling services in far-flung locations.c. Methods development and control.d. Managing growth.

12. A hospital is an example of a service processes that hasa. high degree of labor intensity and low degree of customization.b. low degree of labor intensity and low degree of customization.c. high degree of labor intensity and high degree of customization.d. low degree of labor intensity and high degree of customization.*

14. Which among the following strategies is used by fast-food restaurantsto reduce costs?a. Increase advertising via the Internet.b. Allowing the customer to play an active part in the service process. *c. Iincrease prices.d. Increasing menu items to cater to varying tastes.

15. __________ and __________ are among many of the unique characteristicsof services that are interrelateda. Inventory stockout, timeb. Supply, demandc. Customer participation, perishability *d. Capacity, time

16. Gaining employee loyalty is a managerial challenge that would mostlikely be associated with which type of industry?a. retailingb. hospitalsc. airlinesd. consulting *

17. The presence of a friendly desk clerk in a budget hotel is an exampleof which of the four features of a service package?a. supporting facilityb. facilitating goodsc. explicit servicesd. implicit services *

18. Which of the following is not included in the criteria for evaluatingfacilitating goods?a. facility layout *b. selectionc. consistencyd. quantity

19. Distinctive characteristics of service operations include which of thefollowing?a. customer participation and perishabilityb. intangibility and heterogeneityc. (a) and (b)*d. none of the above

20. What type of service industry is high in judgment exercised by customercontact personnel and low in customization?a. college food service *b. professional servicesc. telephone servicesd. fast-food restaurant

An Appeal to SCDL students

Dear SCDL Student,

We at http://scdlpapers.blogspot.com tries to collect and spread the knowledge in terms of the solved papers and assignments which we are getting through SCDL Alumni.Now we request you to help other students through mutual sharing. Please send your assignment questions/papers to "mindgrill@gmail.com" . We will publish them on this blog along with your name.Your help can be boon for many students to clear their exams.